Communities of Coping: Collective Emotional Labour in Service Work
基于对澳大利亚和美国四个呼叫中心的实地研究，提出一线服务工人通过形成非正式社群来共同应对愤怒顾客带来的情绪压力，这种集体应对机制对工作场所的社会关系和管理控制有重要影响。
This article argues that communities of coping among frontline service workers are an important part of what Hochschild has called `collective emotional labour' in service work. The analysis is framed in a sociological understanding of the customer as a key source of both pleasure and pain for service workers. Irate and abusive customers, who are systematically part of the social relations of the service workplace, may occasion real pain to service workers. The structure of workers' social situation means that they are likely to turn to each other to cope with this pain, forming informal communities of coping. Drawing on extensive research in four call centres in Australia and the USA, the article highlights this process in action. The communities of coping were an important social process in these workplaces, creating informal, dense cultures among the workforce. These cultures had important implications for how far the social relations of the workplace were open to management control.